Stuck on identity verification for my claim (Columbus)

My claim has been on hold for 13 weeks because the identity check will not accept my documents. I have read a lot of threads here and could not find my exact situation. I tried the online option twice and the app crashed. Can another ID be used?

Keep everything in writing and save the confirmation numbers. It saved me later.

What worked for me was going to the local workforce centre, where staff helped with the verification. It took about an hour.